The Google Technical Services Head of Strategy and Business Planning is responsible for leading Google Technical Services' strategy development across a diverse set of businesses. In this role you will be leading strategy development for one of Google’s largest operating teams, which is responsible for providing customer care and technical support for a large portion of Google products across a range of types of customers. You will be a thought leader to the leadership team, and will shape how we move from current high transactional customer satisfaction to world class customer care.
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Google Technical Services is a global support and operations team, with a mission to delight our customers with care so good, it’s got to be Google. Our team is the face of Google to most of our customers, and we want their Google support experience to set new standards, just like Google’s products do. Our team cares for customers by solving problems and scaling solutions, incubating new Google products, and sharing user feedback with internal teams to influence product development. We support a wide variety of products, from Ads to Project Fi and just about everything in between, and our customers include advertisers, consumers, partners, publishers, retailers, and our own Sales Googlers.
Responsibilities
Develop insightful market intelligence about key industry trends (technology, competitors, consumers, regulatory, etc.).
Understand similarities and differences among segments, customer feedback and needs, and develop insights.
Drive analytical business judgment, market understanding, problem solving, and fact-based analysis to identify, prioritize, structure, and solve complex business problems.
Provide innovative thought leadership in the area of customer care and technical support. Develop the strategies for Google Technical Services to differentiate itself in the market. Drive the definition of customer experiences in the mid and long-term future, and initiatives and plans to achieve the vision. Facilitate sessions with the leadership team for visioning and assessing strategic options. Lead and mentor a talented and driven strategy team in the development and execution of strategic initiatives.
Support the communication effort to keep Google Technical Services' leadership team informed as to the strategic direction and initiatives within the group. Support the broader organizational communication of the strategy as needed. Build strong relationships with cross-functional teams in matrix environment (e.g. vertical strategy business leads, PM/Engineering leaders, Finance).
Qualifications
Minimum qualifications:
BA/BS degree or equivalent practical experience.
6 years of experience at a management consulting firm or investment bank, or equivalent project management experience in a strategy function or line role for a technology firm.
Experience managing teams.
Preferred qualifications:
MBA or Master's degree.
7 years of relevant work experience in consulting, corporate strategy/planning within a technology company (software, Internet and/or media industries) or management consulting firm; and/or early stage companies.
Exemplary work experience that includes a progressive career trajectory, and outstanding professional achievement and impact.
Enthusiastic problem solver who has a solid track record in structuring and executing complex analyses to support strategy, and works well in a fast-paced, constantly evolving environment.
High proficiency with structuring strategic analysis and storylines using spreadsheets and presentations software, e.g. Google Sheets, Google Slides, etc. Knowledge of Service Operations, Customer Support Operations, Technical Services, and Internet/Online Media.
Proven leader with strong project management, problem solving and analytical skills, written/verbal communication, business judgment, and interpersonal skills.
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